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Chloe's Dad replied on June 25, 2008 05:11 to the question "Re: Mark O'Keefe" in Timbuk2:
Hello Fw190bvi,
I again apologize for the errors and take responsibility for not getting your bag to you as promised. No excuses offered here. If you would like to call me personally regarding your order or the service you received you can do so anytime at 800-865-2513 x834.
If there's some way to make the situation right, we'd like another opportunity.
Take care,
Mark-
annilita replied on June 18, 2008 18:43 to the problem "Where's my order from June 4?" in Timbuk2:
We did change our warehouse to a offsite facility and have had computer problems. Your bag is going to get delivered today. I will send your tracking number in an email. Sorry about the troubles that people have been having. -
Eric Suesz replied on June 18, 2008 18:34 to the problem "Where's my order from June 4?" in Timbuk2:
So sorry to hear you had this problem. Timbuk2 is usually super quick at responding. I have heard some talk of them moving some of their operations, so hopefully that will get all sorted out quickly. -
z-$ replied on June 18, 2008 14:13 to the problem "Where's my order from June 4?" in Timbuk2:
Well, after finally getting through to customer service, they were able to explain the problem. I guess they're changing warehouse facilities, and a lot of early-June orders were lost in limbo. They told me that my emails and call rescued the order, which was shipped same day....with the cost of shipping refunded. I have a tracking number, so I can buy their story that it shipped.
Do I believe the story? (Not really, especially since my credit card wasn't charged until AFTER my phone call...) But at least my bag is on its way. -
eric replied on June 18, 2008 03:45 to the problem "Where's my order from June 4?" in Timbuk2:
I ordered on June 4th as well, and have yet to hear a single peep about the bag I ordered. This is my first time using Timbuk2, and can't say I'm impressed. -
Zack started following the question "Re: Mark O'Keefe" in Timbuk2.
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Laura started following the question "Re: Mark O'Keefe" in Timbuk2.
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nicotine started following the question "Re: Mark O'Keefe" in Timbuk2.
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nicotine started following the question "Re: Mark O'Keefe" in Timbuk2.
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fw190bvi asked a question in Timbuk2 on June 16, 2008 20:12:
Re: Mark O'KeefeMark O'Keefe,
Like alot of people, ive had trouble with my order. You responded to one of my questions/threads with this statement (which i greatly appreciated):
Hello,
I'm the Service Manager here at Timbuk2. I found your order and see the problem. We are overnighting the bag to you today. I apologize for the error and the delay in getting back to you with information. You can call customer service at 800-865-2513 for more information.
Thanks and again, apologies for the delay.
Mark
That was on Thursday, this is now Monday. My bag hadn't arrived (UPS ships on Saturdays.) I called customer service, and they were confused, and told me nothing had been done. While you told me my bag was to be 'overnighted', you didn't actually do anything.
I understand you guys are going though 'changes', etc and are having 'growing pains', but it is not acceptable to lie to your customers (who you charge their credit cards without sending out their entire shipment).
I spoke with customer service, and they claimed to be 'walking down' with my order 'immediately' and that they were taking care of the shipping charges for me entirely, which i greatly appreciate. I was told to expect my bag tomorrow.
I am incredibly disappointed with this companies customer service. It is a shame because i know you make damn good bags. However from now on i will advise people i know to avoid your online system entirely, as it is a disgrace to customer service and online buying. -
fw190bvi replied on June 16, 2008 19:52 to the problem "Where's my order from June 4?" in Timbuk2:
you are gonna need to call and demand. im sitting on hold as we speak. i ordered May 31st....you can probably find a few of my posts on this little service they have.
needless to say, im disgusted. -
fw190bvi replied on June 14, 2008 00:09 to the question "Problem with order number 5154041 (still)" in Timbuk2:
when can i expect this to be 'overnighted'?
the tracking info still is not available -
kthrel replied on June 12, 2008 14:01 to the problem "Why won't my order number work on the tracking page?" in Timbuk2:
I do think they need to streamline their customer service a bit. I called three days in a row and got 4 different voicemails about why no one was there to pick up. When someone did answer the phone she looked up my order and took my phone number and never called me back. When i called back i got another voicemail saying that they were closed once again for sales meetings and would reopen wednesday at 9:00 am. (This was on wednesday at 4 pm.) I did get a hold of them when they got out of their sales meeting though and someone helped me right away and hurried my package so i could get it here on time for a birthday. I am still going to order from them because of a great product, but there really should be no reason why i couldn't get a hold of someone for 4 days, that just leaves people confused. Also, no answer to my emails.
On a second note, i was told they just switched warehouses and were a couple of days behind on processing orders, which is understandable. But a little heads up would be nice. -
Chloe's Dad replied on June 12, 2008 12:51 to the question "Problem with order number 5154041 (still)" in Timbuk2:
Hello,
I'm the Service Manager here at Timbuk2. I found your order and see the problem. We are overnighting the bag to you today. I apologize for the error and the delay in getting back to you with information. You can call customer service at 800-865-2513 for more information.
Thanks and again, apologies for the delay.
Mark -
Peter replied on June 12, 2008 01:08 to the problem "Why won't my order number work on the tracking page?" in Timbuk2:
Here's a tip a friend told me. Buy from ebags.com. Also, do a web search for "ebags coupons". I was able to get a $120 bag for $96 this way. Cheaper than Timbuk2 direct! -
fw190bvi replied on June 12, 2008 00:23 to the problem "Why won't my order number work on the tracking page?" in Timbuk2:
i already had the strap so i cant cancel....
im HOPING it comes tomorrow. im just very disappointed, and wouldn't buy from them online again if this is how they deal with customers/problems. -
sarita547 replied on June 11, 2008 22:54 to the problem "Why won't my order number work on the tracking page?" in Timbuk2:
I ordered a limited edition artist original bag and a curly q laptop sleeve on 5/31. I received an email confirmation after that, but none of the tracking information worked. I received the laptop sleve on Monday 6/9 and the laptop bag Tuesday 6/10. The tracking information in the email still does not work, but I'm happy I got my stuff. I had it shipped using the cheapest method.
Hope that helps!
Both are great, btw. -
Peter replied on June 11, 2008 21:22 to the problem "Why won't my order number work on the tracking page?" in Timbuk2:
I called them. The said they didn't know (a) when their system would be up and running again or (b) when my bag would ship. I canceled my order. -
fw190bvi replied on June 11, 2008 20:09 to the problem "Why won't my order number work on the tracking page?" in Timbuk2:
no they did not go out of business....they did email me back and said 'email customer service'
i did and havent heard anything. these bags are VERY popular so i dont understand this garbage customer service -
Peter replied on June 11, 2008 19:56 to the problem "Why won't my order number work on the tracking page?" in Timbuk2:
i'm having the same problem. did this company go out of business??
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